Now, having said that, let me also suggest that there may be a way that you can do both. It may be that you do click-to-chat for prolonged periods during the day, and you do click-to-call in the late afternoon or early evening or whatever turns out to be your busiest time. It's possible that you need some combination of the two because different customers have different needs and will need help from you in different ways. So, it's important to look at containing your costs, and also in completing your transactions and making sure that customers who are purchasing something from you are able to complete that process in a way that works for you and for them.
Hear more in Creating Customer Value, a SearchCRM.com monthly podcast series with Peppers and Rogers.
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